Helping Rep in a Slump
/A reader writes, "One of my better reps has been in a slump. He missed quota for Q1, and Q2 doesn't look much better. The sales staff, made up of one "A" player, two "B+" players (the category this rep falls into), three "B" players, and two "C" players (one of whom is on probation), are all performing at their usual pace.
"Nothing much about his approach to the job has changed. He performs above the minimum requirements for prospecting calls and presentations. His proposals simply don't translate into closed deals as they reliably have in the past. What do I do?"
This common situation proves difficult for everyone involved. Slumps like these seem to go on FOREVER. It calls for changing things up. With the status quo not working, do something different.
First Things First
This decline in sales has lasted a while. Schedule a time to talk with the rep separately from monthly meetings or sales forecast and pipeline reviews.
Say something like, "I know this frustrating slump has gone on for a while and that you're trying really hard. What are your thoughts?"
He might open up and share his views on the matter. He may want to think the question over and come back to revisit the subject. The rep may be experiencing personal difficulties and take this opportunity to confide in you.
Listen to what he has to say.
If he mentions a problem outside of work that's causing difficulties, help him take advantage of whatever resources the company offers. Make accommodations where you can. If this doesn't seem to be the case, focus on the sales aspect of the issue.
Go Back in Time
You describe this rep as a "B+" salesperson. "B+" reps work hard and consistently deliver. He's likely enjoyed some successes in his sales career. Remind him of those during your next one-on-one conversation.
Revisit some of his most impressive accomplishments. Talk about:
One or two of his stellar quarters
An account he brought in through his prospecting efforts
That client he prevented from going to the competition
Customers he grew from mid-size to key accounts
Discuss the steps he took to achieve those goals. Ask how he worked around the objections, complaints and road blocks that occurred with those deals.
I've seen many reps come back to a more positive frame of mind after a discussion like this.
Work with Others
Throughout my career, I've always been amazed at the restorative powers of ride-alongs (for field reps) or call monitoring (for inside reps). Observing another salesperson allows slumping reps to see and hear how another salesperson approaches customers and prospects. Their peers often use different words and phrases. They handle certain situations a little differently.
This activity allows struggling reps to get outside of themselves a little bit - reminding them of things they used to do and introducing them to new ideas. It just helps.
Coaching
Spend quality time with this rep. Accompany him on sales calls, monitor prospecting calls. Avoid being overcritical or overwhelming him with too much advice. He doesn't need that right now. Just try to pick up on one or two things he might focus on to improve the situation.
More than anything else let him know how much confidence you have in him and that you know he will turn this around. It really helps to hear that, especially when nothing seems to be going right.
